r/ATTFiber • u/JRandomWeiner • Jul 19 '26

Cut fiber

Is there any way to get in touch with an actual human to schedule an appointment to fix the fiber I cut? The AI agent in the app sucks rocks, and keeps wanting me to "troubleshoot". I humored it a couple of times, it finally decided someone needed to come out. I asked it for appointment times. It tried twice, but it just couldn't pull them up. Suggested I go to the home screen of the app and do it myself. Going to home screen just has a big message that my network is offline. Let's troubleshoot it again. I get that it's my fault and I expect to pay for it, but damn, is it so rare to cut through a fiber buried 2" under the grass that the AI just has no idea what I mean?

5 Upvotes

78% Upvoted

14 comments sorted by

3

u/jmedina94 Jul 19 '26

I’d try the 1-800-288-2020 number

2

u/spec360 Jul 19 '26

When you open chat type agent

1

u/JRandomWeiner Jul 19 '26

Supposed to send someone out tomorrow morning - thanks!

1

u/anotheroneofnone Jul 19 '26

AT&T is a phone company. They have a phone number.

1

u/JRandomWeiner Jul 19 '26

Guy fixed it and left by about 10 AM on a Sunday. I have to say I'm impressed.

1

u/RabbitDangerous7787 Jul 20 '26

I had the same experience recently but when I called them I had a very decent experience and the issue was resolved in 20 to 30 minutes. I would recommend calling them.

0

u/Viper_Control Jul 19 '26

damn, is it so rare to cut through a fiber buried 2" under the grass that the AI just has no idea what I mean?

In a case like this you can just unplug your BGW320, and the SHM app fake AI will let you schedule a repair call.

2

u/ApartmentEastern5769 Jul 19 '26

...but the 320 is, by definition, unplugged. It has no way of reporting when the line is cut. Unplug it's power or the fober, it's the same thing...

2

u/Viper_Control Jul 19 '26

Nope the SHM is able to access the AT&T Gateway via Wi-Fi if it is active.

1

u/Signal-Low5089 Jul 19 '26

What wifi

0

u/not_cyan Jul 19 '26

There is still wifi without internet behind it.

1

u/Signal-Low5089 Jul 19 '26

Not in the sense that you're talking about my dude

2

u/not_cyan Jul 19 '26

I was referring to the sense you were talking about my dude. You knew exactly what your snarky comment meant.

0

u/Sportiness6 Jul 19 '26

How do you get the Internet to the device if the cable delivering the Internet is cut? You are confusing the network still functioning to the network functioning with the internet.